Technical Support Engineer II

This is a fully remote position, open to applicants in United States.

📋 Description

• Evaluate customer requirements and manage expectations

• Deliver moderate application guidance and provide level II customer support and resolutions for designated products

• Validate the correctness of customer business impact statements

• Verify customer environments, error notifications, and symptoms of issues

• Address common problems utilizing testing tools

• Investigate moderate to complex cases through knowledge bases and documentation

• Collect and analyze data to create reproducible cases

• Develop, suggest, and implement solutions

• Generate comprehensive case tracking information for future problem resolution

• Support Engineers at various levels as needed

• Engage in internal projects and other assigned tasks

• Enhance expertise through self-directed learning about IBM/Rocket Software products

• Contribute to the development of training content as required

• Serve as an escalation point for junior technical support team members

• Collaborate with customers and internal Engineering teams to diagnose escalated issues, conduct root cause analysis, and facilitate resolution

⛳️ Requirements

• 2 - 5 years of experience in a mainframe systems programming or advanced technical support capacity

• A bachelor’s degree in computer science, Engineering, or a related field (or equivalent professional experience)

• Proficient English communication skills for interaction with global engineering teams and articulating complex root-cause analyses to enterprise clients

• Familiarity with IBM Security Guardium STAPs for z/OS

• Strong knowledge of S-TAP data monitoring mechanisms, including traffic interception via SMF exits, DB2/IMS/CICS interfaces, and UNIX System Services (USS)

• Experience in analyzing and optimizing the CPU and memory usage of S-TAP agents operating on high-volume production LPARs

• Demonstrated ability to configure and maintain integration between z/OS agents and the Guardium Collector appliance, including managing TLS/SSL certificates

• Understanding of multi-factor authentication integration, including RSA SecurID, RADIUS, PIV/CAC smart cards, and OIDC-compliant identity providers

• Comprehension of MFA readiness for z/OS applications such as TSO/E, CICS, and IMS, with the capability to troubleshoot PassTicket and JWT (JSON Web Token)-related issues

• Practical experience in configuring PAGENT, AT-TLS, and necessary started tasks to support the MFA services environment

• Willingness to work some after hours, weekends, and holidays

🏝️ Benefits

• Unlimited Vacation Time along with paid holidays and sick leave

• Health and Wellness coverage options for Rocketeers and their dependents

• Life and disability insurance coverage

• Fidelity 401(k) and Roth Retirement Savings plans with matching contributions

• Monthly student debt benefit program

• Opportunities for Tuition Reimbursement and Certificate Reimbursement Programs

• Leadership and skills training opportunities